Customer Success/Account Lead

About the position

Are you a seasoned Customer Success Manager with a passion for driving exceptional client experiences? We are seeking a dynamic individual to join our client's team as a Customer Success/Account Lead.

As our Customer Success/Account Lead, you will play a pivotal role in managing a portfolio of mid-market clients, ensuring their satisfaction and success with our services. With a focus on relationship-building and proactive problem-solving, you will be the face of our client's company to their valued clients.

Key Responsibilities:

• Collaborate with HR to assign team leaders and agents to clients.
• Lead client onboarding, defining success metrics and facilitating training sessions.
• Establish and maintain regular reporting and communication cadences with clients.
• Cultivate meaningful relationships with key decision-makers within client organizations.
• Drive renewal and expansion conversations to maximize client retention and growth.

Requirements:

• Minimum of 5 years of experience in a customer success or similar role, preferably in outsourcing or consulting.
• Demonstrated ability to manage relationships with complex organizations and multiple stakeholders.
• Proven track record of building deep and broad relationships across client teams.
• Experience as a thought leader within client organizations, driving initiatives for success and growth.
• Exceptional presentation and communication skills, especially when engaging with executives and client leaders.
• Strong problem-solving skills with the ability to proactively identify and address client pain points.
• Humble attitude, eagerness to help others, and a commitment to continuous learning.
• Ability to effectively manage multiple projects and prioritize tasks.
• Proficiency in spreadsheet tools and commercially astute.

This is an opportunity to join a dynamic team and make a significant impact on our clients' success. If you thrive in a fast-paced environment and are passionate about customer success, we want to hear from you.

Desired Skills:

• Customer Success Strategies
• Client Relationship Management
• Cross-Functional Collaboration
• Renewal and Expansion Negotiation
• Strategic Account Management

Desired Work Experience:

• 5 to 10 years

Desired Qualification Level:

• Degree